Field Service

Resolve service issues the first time, every time     

Deliver exceptional customer experiences using Dynamics 365 Field Service to dispatch the right resource to the right place at the right time—with all the tools to succeed the first time.

Deliver proactive service

Ensure consistent and dependable operations by predicting, detecting, and resolving service issues before your customers even know there’s a problem.

  • Prevent service calls by remotely detecting and resolving issues before they become a problem using Internet of Things (IoT) sensors.

  • Transform your business from a cost center to a profit center, moving from a scheduled services model to just-in-time predictive maintenance triggered by IoT data.

  • Get a 360-degree view of customer assets, including asset hierarchy and location, with combined capabilities across Dynamics 365 Supply Chain Management and Field Service, and define service-level agreements to help you meet—and exceed—expectations.

  • Provide predictable service that increases customer satisfaction while communicating proactively with customers through automated voice and text appointment reminders.

  • Gain customer insights by automatically sending personalized surveys after field service calls using Dynamics 365 Customer Voice. Improve proactive service with AI-based suggestions for IoT alert actions and incident type selection on work orders.

Intelligently schedule resources

Deliver exceptional onsite customer experiences while optimizing resources and costs by dispatching technicians when and where they’re needed most.

  • Dispatch the right technician at the right time using AI-enabled scheduling recommendations and manual, semi-automated, or fully automated scheduling.

  • Seamlessly triage calls and dispatch technicians by combining Field Service with Dynamics 365 Customer Service to ensure a unified workflow while reducing operational costs.

  • Better manage resource assignments by using a drag-and-drop schedule board and interactive map to assign the nearest available technician.

  • Automate scheduling using a next-generation schedule board with built-in optimization. Minimize and predict travel time and maximize utilization while responding to delays, cancellations, and urgent work.

  • Effectively manage asset history to keep technicians up to date, or connect to Dynamics 365 Finance and Supply Chain Management to synchronize data to the truck level.

Ensure a first-time fix

Build customer trust and loyalty by giving technicians the right tools and the information they need to resolve problems the first time.

  • Give technicians access to in-context help using Dynamics 365 Guides and other mixed-reality tools that provide immersive, step-by-step procedures to follow while conducting maintenance.

  • Provide additional expertise to your technicians—consult with experts in real time to solve problems faster, and perform remote inspections with Dynamics 365 Remote Assist.

  • Use the Field Service mobile app, powered by Microsoft Power Apps, to track all service activity—including offline access to bookings, work orders, and assets—using IoT alerts and commands.

  • Empower technicians in the field to manage work orders and appointment schedules, access turn-by-turn directions and customer data, and capture photos, videos, and voice notes with the mobile app.

  • Let bots help technicians locate customer and product information using Guides in the field.